公开(公告)号：US09826095B2

公开(公告)日：2017-11-21

申请号：US14160781

申请日：2014-01-22

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Paul Denby ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5141

Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.

公开(公告)号：US09635061B2

公开(公告)日：2017-04-25

申请号：US13849516

申请日：2013-03-24

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Desmond Kirrane ,  Paul D'Arcy

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

公开(公告)号：US09473639B2

公开(公告)日：2016-10-18

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

Abstract translation: 一种用于选择用于至少一个通信会话的至少一个代理的资源选择管理计算机系统和方法包括：监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20160150084A1

公开(公告)日：2016-05-26

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： James Hickey ,  Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC: H04M3/523

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

Abstract translation: 公开了一种用于管理企业中的一个或多个通信会话的多个资源的计算系统。 计算系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括一个计算模块，用于基于所存储的参数来计算多个资源中的每一个的多重值。 所述系统还包括分配模块，用于基于所计算的多重值将所述至少一个通信会话分配给所述多个资源中的至少一个资源。

公开(公告)号：US20160127557A1

公开(公告)日：2016-05-05

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session in an enterprise is disclosed. The resource selection management computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

Abstract translation: 公开了一种用于在企业中为至少一个通信会话选择至少一个代理的资源选择管理计算机系统和方法。 所述资源选择管理计算机系统包括监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20150195405A1

公开(公告)日：2015-07-09

申请号：US14150060

申请日：2014-01-08

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  David McGlynn

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。

公开(公告)号：US20150103995A1

公开(公告)日：2015-04-16

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  Paul Denby

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract translation: 公开了一种用于将实时代理的干预优先考虑在通信系统中的自动客户参与中的系统。 所述系统包括干预优先级模块，其被配置为基于与所述自动客户参与对应的置信因子以及与所述直播代理相对应的一个或多个实时代理属性来识别直播代理以介入通信系统中的自动客户参与。 该系统还包括一个实时代理会议模块，该实时代理会议模块被配置为使得所识别的实时代理能够介入自动客户参与。

公开(公告)号：US20150003604A1

公开(公告)日：2015-01-01

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。

公开(公告)号：US20140278951A1

公开(公告)日：2014-09-18

申请号：US13832112

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Tony McCormack ,  Paul D'Arcy

IPC: G06Q30/02

CPC classification number: G06Q30/0251

Abstract: A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database.

Abstract translation: 提供企业的业务发展系统。 业务发展系统包括目标搜索模块，用于在促销活动中寻找并吸引潜在目标以获得奖励积分。 业务开发系统还包括策略确定模块，其分析用于确定适合角色的情况以及用于接合潜在目标的交互策略。 业务发展系统还包括一个战略执行模块，通过应用确定的角色和策略来将潜在目标引入到促销活动中，与潜在目标进行交互式互动。 此外，业务开发系统包括策略共享模块，其存储与经验数据库中的潜在目标的交互相关的信息。

公开(公告)号：US20140156326A1

公开(公告)日：2014-06-05

申请号：US13690115

申请日：2012-11-30

Applicant: AVAYA INC.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  Tony McCormack

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

Abstract translation: 联络中心包括多个待处理作业的工作项队列或存储库以及从多个工作项队列中服务工作项的多个代理。 联络中心还包括自助服务系统，其可操作以从上下文商店收集与客户相关的信息，基于所收获的信息为顾客量身定制自助服务配置，并且基于定制的方式向客户提供自助服务交互 自助服务配置